Return policy

1.1. We provide security insurance for all warranty claims, where the defect manifests itself within 30 days of receipt of the goods. In this case, we resolve the complaint by exchanging the goods for a new piece. If the goods are currently not in stock, they will be ordered and delivered to you as soon as possible or we will allow you to choose other goods of the same value. To expedite the resolution of the complaint in exchange for a new piece within 30 days of purchase, the claimed goods must be returned in completeness (ie including all accessories, manuals, etc.). The exchange guarantee does not apply to mechanically damaged goods. ROAL group, s.r.o. offers the possibility of returning unused goods according to the statutory period of 7 days. However, the goods must be in the original packaging, unused and complete. If you are interested in returning used goods, we offer for return an amount corresponding to the value of the used goods. A customer who buys goods within the scope of his business and these goods are not intended for resale, may withdraw from the contract within 7 days of receipt of the goods. The use of the deadline for the return of goods is not possible for products obtained by the customer in the complaint procedure (exchange for a new piece).

1.2. The Seller is responsible for defects in the goods and the Buyer is obliged to immediately file a complaint with the Seller according to the applicable complaint procedure. Information on service points for warranty and post-warranty service is given on the back of the warranty card. If necessary, we will provide you with a telephone or e-mail upon request.

1.3. The valid complaint procedure applies to the handling of complaints. By sending the order, the Buyer confirms to the Seller that he has been duly informed of the conditions and method of claiming the goods, including information on where the claim can be made, and the performance of warranty repairs in accordance with Art. § 18 par. 1 of Act no. 250/2007 Coll. on consumer protection and on the amendment of the Act of the Slovak National Council no. 372/1990 Coll. on Offenses as amended (hereinafter referred to as the “Act”).

1.4. The complaint procedure applies to goods purchased by the Buyer from the Seller in the form of e-commerce on the Seller’s e-commerce website.

1.5. The complaint procedure in this form is valid for all business cases, unless other warranty conditions are contractually agreed.

1.6. The Buyer has the right to claim from the Seller a warranty only on goods that show defects caused by the manufacturer, supplier or Seller, it is covered by the warranty and was purchased from the Seller.

1.7. The Buyer is obliged to inspect the goods upon receipt of the goods. If he fails to do so, he may assert claims for defects found during this inspection only if he proves that the goods already had these defects at the time of receipt of the goods.

1.8. During the warranty period, the customer has the right to free removal of the defect when he submits the goods, including accessories, documentation and instructions to the authorized representative of the Seller together with the warranty card and proof of payment.

1.9. If the goods show defects, the customer has the right to file a complaint in the operation of the Seller in accordance with Art. § 18 par. 2 of the Act in such a way that it delivers the goods to the Seller’s plant at his own expense and fills in the complaint form and delivers it to the Seller. The visual and content aspect of the form will be determined by the Seller and its sample will be placed on the Seller’s website. The Buyer is obliged to indicate in the form exactly the type and extent of defects in the goods. The customer has the right to file a complaint with the person authorized by the manufacturer of the goods to perform warranty repairs (hereinafter referred to as the “designated person”). The list of designated persons is given in the warranty card or the Seller will send it to the Buyer at his request. The complaint procedure for goods that can be objectively delivered to the Seller begins on the day when all of the following conditions are met:

• delivery of the filled out form for the complaint from the Buyer to the Seller,
• delivery of the claimed goods from the Buyer to the Seller,
• delivery of access codes, passwords, etc. belonging to the goods from the Buyer to the Seller.

Complaints procedure for goods which cannot be objectively delivered to the Seller and which are permanently installed begins on the day when all the following conditions are met:

• delivery of the filled out form for the complaint from the Buyer to the Seller,
• inspection of the claimed goods by a third party designated by the Seller, who will issue a written confirmation of the inspection to the Buyer,
• delivery of access codes, passwords, etc. belonging to the goods from the Buyer to the Seller.

The day of the beginning of the complaint procedure is also the day of the complaint. The claimed goods must be delivered to the Seller’s registered office, unless the Seller or the designated person specifies otherwise (for example, to transport the goods directly to the designated person).

1.10. The Seller is obliged to accept the complaint in any operation in which the acceptance of the complaint is possible, ie at its registered office or at a designated person in accordance with Art. § 18 par. 2 of the Act.

1.11. At the place designated in accordance with point 8.9 of these general terms and conditions for receiving complaints, the Seller is obliged to ensure the presence of a person authorized to handle complaints in accordance with Art. § 18 par. 3 of the Act.

1.12. The Buyer is obliged to complain about defects in the goods to the Seller without undue delay, otherwise the Buyer loses the right to the Seller to remove the defect free of charge.

1.13. The Seller or the designated person shall issue to the Buyer a confirmation of the claim for goods in a suitable form chosen by the Seller, for example in the form of e-mail or in writing, in which he is obliged to accurately indicate defects in accordance with Art. § 18 par. 5 of the Act and to inform the consumer of his rights arising from the provisions of § 622 and § 623 of the Civil Code. If the complaint is made via long-distance communication, the Seller is obliged to deliver the confirmation of the complaint to the Buyer immediately. If it is not possible to deliver the confirmation immediately, it must be delivered without undue delay, but no later than together with the proof of complaint. The confirmation of filing a complaint does not have to be delivered if the Buyerhas the opportunity to prove the application of the complaint in another way.

1.14. Based on the decision of the Buyer, which of his rights in accordance with the provisions of § 622 and § 623 of the Civil Code is to be applied, the Seller or designated person is obliged to determine the method of handling complaints under the provisions of Art. § 2 letter m) of the Act immediately, in more complex cases within 3 days from the beginning of the complaint procedure. In justified cases, especially if a complex technical assessment of the condition of the goods is required no later than 30 days from the date of commencement of the complaint procedure. After determining the method of handling the complaint, the Seller or the designated person will handle the complaint immediately, in justified cases, the complaint may be resolved later. However, the settlement of the complaint may not take longer than 30 days from the date of the complaint. After the expiration of the period for handling the complaint, the consumer has the right to withdraw from the contract or has the right to exchange the goods for new goods. The Seller informs the Buyer about the termination of the complaint procedure and the result of the complaint in the form agreed between both parties.

If the Buyer has filed a claim for the goods within the first 12 months from the conclusion of the purchase contract, the Seller can handle the claim by rejection only on the basis of expert opinion or opinion issued by authorized, notified or accredited person, or based on the opinion of the designated person (hereinafter “professional assessment of goods”) . Irrespective of the result of the professional assessment, the Seller cannot demand from the Buyer the reimbursement of the costs of the professional assessment of the goods or other costs associated with the professional assessment of the goods.

If the Buyer has made a product complaint 12 months after concluding the purchase contract and the Seller has rejected it, the person who handled the complaint is obliged to state in the complaint document to whom the Buyer can send the goods for professional assessment. If the Buyer sends the goods for professional assessment to the designated person specified in the document on the handling of the complaint, the costs of professional assessment of the goods, as well as all other related purposefully incurred costs shall be borne by the Seller, regardless of the results of professional assessment. If the Buyer proves by professional assessment the responsibility of the Seller for the claimed defect of the goods, he can file a complaint again. The warranty period does not run during the professional assessment of the goods. The Seller is obliged to reimburse the Buyer within 14 days from the date of the re-filed complaint all costs incurred for the professional assessment of the goods, as well as all related purposefully incurred costs. Repeated complaints cannot be rejected.

1.15. The Buyer is not entitled to claim the warranty for defects of which he was informed by the Seller at the time of concluding the contract, or which he must have known, taking into account the circumstances under which the purchase contract was concluded.

1.16. The Seller reserves the right to replace defective goods with other similar goods with comparable technical parameters.

1.17. The Buyer’s right to claim the warranty from the Seller expires when:

• no proof of payment, delivery note or guarantee certificate, accessories or documentation for the goods has been submitted,
• no obvious defects in the receipt of the goods have been reported,
• the warranty period for the goods has expired,
• mechanical damage to the goods was caused by the Buyer,
• the goods have been used in conditions which, with their humidity, chemical and mechanical effects on the natural environment, do not correspond to these goods,
• there is unprofessional handling, service or neglect of care of the goods,
• the goods have been damaged by excessive loading or use in violation of the conditions specified in the documentation, general principles, technical standards or safety regulations in force in the Slovak Republic,
• damage to the goods has occurred due to unavoidable and / or unforeseeable events,
• damage to the goods has occurredby accidental destruction and accidental deterioration,
• unprofessional intervention, damage during transport, damage by water, fire, static or atmospheric electricity or other force majeure,
• the goods were tampered with by an unauthorized person.

1.18. The Seller is obliged to handle the complaint and settle the complaint procedure in one of the following ways:

• BY HANDING OVER THE REPAIRED GOODS,
• BY EXCHANGING OF GOODS,
• BY RETURNING THE PURCHASE PRICE OF THE GOODS,
• BY PAYING A REASONABLE DISCOUNT ON THE PRICE OF THE GOODS,
• BY A WRITTEN INVITATION TO TAKE OVER THE PERFORMANCE SPECIFIED BY THE SELLER,
• BY JUSTIFIED REFUSAL OF WARRANTY CLAIM OF THE GOODS.

1.19. The Seller is obliged to issue a written document to the Buyer confirming the method of determining the handling of the complaint and to settle the complaint no later than 30 days from the date of the complaint through the provider of postal or courier or delivery service or via e-mail.

1.20. The warranty period is 24 months from the date of concluding the purchase contract, unless a different warranty period is specified for specific cases. This period begins to run from the date of receipt of the goods and confirmation of the necessary documents relating to the goods by the authorized person.

1.21. The warranty period is extended by the period during which the Buyer could not use the goods due to warranty repair of the goods.

1.22. In the case of exchanging the goods for a new one, the Buyer will receive a document stating the exchanged goods and any further complaints are applied on the basis of the original delivery note and the complaint document. In the case of exchange of goods for new goods, the warranty period begins to run again from the receipt of new goods, but only for new goods.

1.23. All legally enforced warranty repairs are free of charge.

1.24. With regard to a remediable defect, the complaint will be settled depending on the decision of the Buyer according to point 1.13. of these complaint and business conditions as follows:

THE SELLER ENSURES THE ELIMINATION OF THE DEFECT, OR

THE SELLER REPLACES THE DEFECTIVE GOODS.

1.25. In the case of a defect that cannot be remedied, or in the case of a single repeated remediable defect or a number of different remediable defects, and when these defects prevent the goods from being properly used as defect-free, such complaints shall be settled by the Seller at the Buyer’s discretion, taking into account the point 1.13. of these complaint and business conditions, as follows:

• by exchanging goods for other functional goods of the same or better technical parameters, or
• in the event that the Seller cannot exchange the goods for another, he will handle the complaint by issuing a credit note for the defective goods.

1.26. Complaint handling only applies to defects listed in the complaint form.

1.27. For the purposes of the complaint, the occurrence of one remediable defect more than three times is considered a repeated remediable defect.

1.28. For the purposes of a complaint, the occurrence of more than three different remediable defects at the same time is considered to be a larger number of different remediable defects.

1.29. For the purposes of the complaint, the period during which the Buyer cannot properly use the goods is considered to be the period during which, after concluding the purchase contract, the Buyer cannot use the goods together for more than 100 days due to defects in the goods.

1.30. The right of the Buyer to file a claim for a defect in the goods arises after he has exercised his right and asked the Seller to remove the defect in the goods in accordance with section 1.8. of these complaint and business conditions and regardless of the result of the complaint, he is no longer entitled to file a complaint repeatedly for the same unique defect (not a defect of the same type).

1.31. In the event that the Seller terminates the complaint procedure as a reasonable rejection of the complaint, but the product defect exists objectively and has not been eliminated, the Buyer can exercise his right to rectify the defect of the goods in court.